Richard Goans Email & Phone Number

Wynne, Arkansas, United States

Jonesboro, Arkansas, United States

Jonesboro, Arkansas

• Field incoming help requests from end users via both telephone and work orders in a courteousmanner.
• Document all pertinent end user identification information, including name, department, contactinformation, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriatelyexperienced technician.
• Record, track, and document the help desk request problem-solving process, including allsuccessful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.

Jonesboro, Arkansas Area

• Provide exceptional customer service to a variety of Enterprise locations
• Answer inbound calls from customers in a fast paced environment
• Perform Tier-1 troubleshooting to include:Incoming phone linesGeneral phone system/instrument issuesCall flow processesOther customer owned telephony equipmentRespond to customer tickets within Service Level.

Walnut Ridge, AR

• Analyze user need to determine technical requirements
• Maintain understanding of current web technologies or programming practices through continuing education, reading, or participation in professional conferences, workshops or groups.
• Provide technology support for all programs as needed. This includes phone and/or e-mail support
• Assist school technology coordinators with network troubleshooting and distributing new software and hardware to students
• Assist Technology Director in the following duties Technology and network design Write, design, or edit web page content or direct others producing content Back up files from websites Evaluate code to ensure that it is.

Jonesboro, Arkansas Area

• Provision services for business customers and technical support services covering HFC/Fiber internet, DSL, telephone, hosted email, wireless, and cable TV.
• Implement changes requested by customers, such as port forwarding, wireless configurations, additions and removals of email addresses or VoIP phones, button configurations, etc.
• Constructed formations for Ritter’s Managed Voice service that allows clients high levels of phone systems customization.

Jonesboro, Arkansas Area

• Provided remote technical support for residential clients for a suite of services that included cable, DSL, phone, email, and wireless offerings.
• Held accountable for keeping accurate records in Salesforce and utilizing ticketing systems from Elation and Spiceworks. Documented processes in Sharepoint.

Was responsible for a couple hundred computers and other devices like printers, projectors, etc. Kept the computers up to date and monitored the usage of these devices by students.

Associate'S Degree, Computer Information Systems

Education record